Cookie Lead

Brief Description

Our Vision: To give rise to lifelong memories

Our Mission: To bring together people who treat their work and the craft of baking and all who

come to visit with great care.

Every day, we strive to embody our company’s five core values:

• Welcome All- We are all in it together
• Work Hard and Be Kind- We pull our weight, we do our best, and take care of each
  
  

Other

• Lead with Heart- We operate with empathy and integrity
• Rise Up- We take initiative to make things better
• Savor It- We are present and find the fun!
  
  

THE ROLE: SHIFT LEAD (COOKIE LEAD)

Shift Leads, aka Cookie Leads, collaborate with General Managers and Assistant General

Managers to oversee shifts and supervise team members. Shift Leads provide on-the-ground

support and ensure retail, baking production, and cleaning needs are met. Shift Leads also

assist with other tasks throughout the bakery, including ordering supplies and opening/closing

the bakery each day. The ideal Shift Lead candidate has strong problem-solving instincts and a

knack for motivating and coaching employees.

What We’re Looking For

• People-forward attitude with exceptional customer service skills; Be proactive and
  
  

empathetic in assisting customers and team members

• Strong communication & interpersonal skills; team-oriented with a positive attitude
• Maintain a high level of professionalism and care: be adaptable, flexible, and patient
• Must be reliable, responsible, and punctual
• Be open to feedback and committed to continuous improvement
• Ability to continuously motivate and inspire team members and set a positive example
  
  

for the team

• Ability to remain calm under pressure in a fast-paced environment when
  
  

troubleshooting issues: be consistent, patient, and even keeled

• Strong attention to detail in brief customer interactions and product knowledge
• Proactively identify and address training needs
  
  

Job Responsibilities:

PEOPLE

Leadership & Team Supervision

• Lead with curiosity and compassion by showing care for your co-workers and build
  
  

meaningful connections that broaden your perspective

• Display a strong sense of teamwork: Work collaboratively with team members to ensure
  
  

cleanliness in the store

• Set the tone for each shift by maintaining a positive, can-do attitude
• Supervise team members and support them when challenges arise, while fostering a
  
  

respectful, goal-oriented, and team-oriented work culture

• Address any training-related issues promptly and professionally
• Provide constructive feedback and coaching to team members to help them improve
  
  

Communication

• Facilitate open, clear, and effective verbal and written communication with team
  
  

members, customers, and management

• Contribute to team pre & post-shift meetings and ask questions or request clarification
  
  

when necessary.

Training, Coaching & Development

• Complete your required role training and apply all skills learned to your position
• Stay up to date on MIX: complete ALL new modules for current and new product
  
  

launches and operating procedures

• Weekly check in with team to be sure they are all up to date on MIX related
  
  

communication

• Foster continuous learning by encouraging team members to engage in self-driven
  
  

development beyond formal training

• Act as a mentor by providing feedback and coaching to identify areas of improvement
• Continuously participate, contribute, and collaborate to improve product knowledge
  
  

and customer service skills

• Inform your team about new products, procedures, and promotions
• Collaborate with Baker team: Spot check finished products: taste, smell, feel, and
  
  

assess overall visual consistency

Brand Ambassadorship:

• Embody and promote the values and standards of Levain Bakery
• Foster a positive and inclusive work environment that encourages teamwork and
  
  

excellence

Accountability:

• Act as designated keyholder for bakery; responsible for opening and closing the store
• Must always have Food Handlers Card available in the bakery
• Adhere to policies related to uniforms, breaks, and team expectations
• Address team member issues promptly and communicate these with management
• Oversee cash handling and bank deposits daily
• Under circumstances that you are the LOD:
• Take responsibility for shift outcomes
• Monitor compliance with health department regulations and Levain Bakery’s
  
  

standards

CUSTOMER

Customer Service

• Greet customers with a warm and welcoming demeanor
• Ensure all customer interactions are handled with awareness, empathy, and action
• Foster strong, lasting relationships with customers to enhance their sense of belonging
  
  

and connection to our community surrounding the bakery

• Foster a customer-focused culture within the bakery, where every team member
  
  

prioritizes the customer experience

• Resolve customer issues promptly and courteously and operate with empathy
• Promote and upsell products to enhance the customer-experience and to help increase
  
  

sales.

• Troubleshoot customer complaints to quickly resolve issues and communicate what
  
  

happened to management

OPERATIONS

Quality Control:

• Follow and comply with established procedures to ensure all baked goods meet Levain
  
  

Bakery’s quality standards

• Consistently adhere to established protocols and maintain the highest standards of
  
  

excellence in coffee preparation, presentation, and service

• Regularly check on ingredients and finished products to maintain consistency
• Spot check finished products: taste, smell, feel, and assess overall visual consistency
  
  

Sales and Transactions:

• Adept knowledge of Toast POS system
• Process customer transactions efficiently and accurately
• Ensure all in-store and third-party delivery (3PD) orders are accurate and safely
  
  

prepared

FOH Shift Operations

• Supervise the success of shifts by ensuring daily tasks are completed, customer orders
  
  

are fulfilled accurately, and DOH food safety standards are consistently met

• Delegate restocking, cleaning, and organizational tasks to the team
  
  

BOH Store Maintenance & Compliance

• Maintain cleanliness in all areas of the store, including customer areas, restrooms, and
  
  

workspaces

• Follow health and safety guidelines to ensure a safe environment for customers and
  
  

staff

• Communicate to management if indoor or outdoor areas (including customer spaces
  
  

and kitchen facilities) are not up to standards

Inventory & Ordering

• Manage weekly inventory checks and ensure supplies are appropriately stocked using
  
  

FIFO (first in, first out) processes

• Communicate low or out of stock items to management
• Place, track & receive deliveries of ingredients, paper products, and chemicals
• Ensure cookie ordering spreadsheet is up to date
  
  

Requirements

• Minimum 2 years of food service, QSR, or retail experience, with 1 -2 years supervisory
  
  

experience preferred (depending on location)

• Open availability: ability to work mornings, nights, weekends, and holidays
• Ability to lift/push 25-50 pounds
• Stand/walk for an 8-hour shift (excluding a ½ hour break); some locations require
  
  

walking up and down stairs

• Read and communicate in English, both verbally and in writing
• Utilize basic computer skills (Email, Microsoft Office)
• Must have valid DOH Certification & additional regional required food handlers’
  
  

certifications

Compensation & Benefits

• $21-24.25/hour tips up to 15% quarterly bonus potential
• Health, Vision, Dental Insurance
• Employer-funded Healthcare Reimbursement Account
• Additional supplemental benefits: Commuter Benefits, Employee Assistance Program,
  
  

Bike-Share Reimbursement

• 14 Weeks Fully Paid Parental Leave
• Two Weeks of Paid Time Off
• 401K with 3.5% Company Match
  
  

We are committed to fostering a diverse, inclusive, and equitable workplace where all

employees feel valued and empowered to contribute their unique perspectives.